Manager, IT Services

About the Role

The Manager, IT Services is a critical role responsible for providing desktop support, endpoint management, and end‑user computing across Billtrust. Based in Nashville, you will serve as the technical authority for this function, owning Intune device enrollment, imaging and deployment pipelines, and user provisioning across a hybrid, multi‑geography workforce.

This role sits at the intersection of hands‑on IT leadership and AI‑powered operational transformation.

This is a hybrid position based in Nashville, TN.

• Partner with the Director, Corporate IT on operational priorities
• Establish SLAs, KPIs, and operational dashboards; present monthly summaries to leadership
• Execute the AI transformation roadmap for IT Services with quarterly targets
• Build an AI‑first culture through team training programs and hands‑on labs
• Serve as the on‑site IT presence for Nashville; provide concierge‑level support for C‑suite
• Drive automation initiatives to reduce ticket volume and improve the employee tech experience

• Own end‑to‑end desktop support: device management, OS imaging, app packaging, and endpoint compliance (Windows, macOS, mobile)
• Architect intelligent ticket classification and auto‑resolution systems targeting 50%+ automation of L1 requests within 12 months
• Design an autonomous endpoint remediation framework to detect and fix compliance drift, failed patches, and config anomalies
• Build an AI‑powered knowledge management system that auto‑generates and surfaces documentation from ticket patterns
• Use AI to analyze support trends and recommend data‑backed process improvements

• Serve as Tier 3 escalation point for complex desktop, identity, and endpoint issues; on‑call for Sev1 incidents
• Partner with Security Operations on endpoint compliance, zero‑trust access policies, and incident response
• Integrate AI into employee provisioning and offboarding pipelines tied to HR system events
• Manage IT asset lifecycle: procurement, vendor relationships, inventory, warranty, and secure disposal

• 5+ years of experience in IT services, desktop engineering, or endpoint management, including 2+ years in a people‑management role.
• Proven ability to manage remote and distributed teams across time zones with empathy, clarity, and accountability.
• Expert‑level proficiency with Microsoft Intune, Autopilot, Endpoint Manager, and the Microsoft 365 ecosystem; hands‑on administration experience across collaboration and productivity platforms, including user provisioning, permissions, integrations, and policy management.
• Strong experience with Azure Active Directory / Entra l access, group management, and identity lifecycle.
• Deep knowledge of Windows 10/11 enterprise management at scale; solid macOS experience for device management, policy deployment, and app distribution.
• Experience managing ITSM workflows and SLA configuration in Jira Service Management or equivalent.
• Demonstrated experience designing or deploying AI‑driven IT service automation ticket triage, autonomous remediation, or self‑service provisioning workflows that measurably reduce manual support volume.
• Track record driving AI adoption across a team: building AI‑augmented workflows, measuring impact, and upskilling team members; comfortable balancing long‑term automation strategy with day‑to‑day operational accountability.
• Customer‑first orientation with a genuine passion for employee experience and service excellence; proactively ensures executive and C‑suite stakeholders receive an elevated, anticipatory level of support.

• Microsoft certifications: MD‑102 (Endpoint Administrator), MS‑102 (Microsoft 365 Administrator), or equivalent.
• Hands‑on experience with AIOps platforms or autonomous agent tooling applied to IT operations, including self‑healing endpoint frameworks.
• Familiarity with HR system integrations for automated employee lifecycle workflows connecting identity, device, and license provisioning.
• Background in zero‑trust security models and endpoint detection & response (EDR) platforms.
• Hands‑on experience using Claude (Anthropic) as a…